National Aftersales Manager (BYD & DENZA)

BYD Automotive; City of Monash; Presencial; AUD 180.000 - 260.000; Jornada completa

Descripción de la vacante

BYD Australia is seeking a National Aftersales Manager to lead the regional service team and drive performance across BYD and DENZA dealer networks. The role focuses on delivering exceptional customer experience, NPS improvements, and operational excellence across the national Aftersales network.

You will translate national strategies into regional execution, oversee new site onboarding, and ensure readiness for EV ownership as the BYD/DENZA brand expands in Australia.

Formación

• Significant experience leading automotive aftersales operations or service teams.
• Proven ability to manage field-based teams and dealer performance.
• Strong focus on customer satisfaction and NPS improvements.
• Experience driving workshop productivity and service throughput.
• Ability to implement operational improvements across multi-site networks.
• Knowledge of service capacity planning and network expansion.

Responsabilidades

• Lead Regional Service Team with clear priorities, objectives and KPIs.
• Ensure consistent execution of national af­ter­sales strategies for BYD and DENZA.
• Coach Regional Service Managers to strengthen capabilities.
• Establish dealer accountability for performance and outcomes.
• Identify and resolve dealer operational issues and brand requirements.
• Drive nationwide improvements in customer experience and service profitability.
• Lead onboarding of new BYD/DENZA dealer and service locations.
• Develop capacity forecasts and plans to support future demand.

Conocimientos

Aftersales leadership

Field-based teams

Dealer network

Customer satisfaction

Workshop productivity

Operational efficiency

Descripción del empleo

National Aftersales Manager (BYD & DENZA)

Founded in 1995, BYD is a global high-tech leader committed to leveraging innovation for a better, more sustainable future. Over the past three decades, BYD has established more than 30 industrial parks across six continents, driving advancements in electronics, automotive, renewable energy, and rail transit. With a focus on energy acquisition, storage, and application, BYD delivers comprehensive zero-emission new energy solutions for the world.

Denza, established in 2010, was created with a bold vision: to redefine luxury through new energy. Dedicated to crafting smart, safe, and sensory-rich vehicles, Denza blends advanced technology with refined design to offer a truly modern luxury experience. While Denza has not yet launched in Australia, this role will play a key part in preparing for its exciting debut in the near future.

Together, BYD and Denza are at the forefront of the global New Energy Vehicle (NEV) revolution — shaping the future of sustainable mobility and building distinctive premium brand experiences for Australian consumers.

About the Role

The National Aftersales Manager is a key leadership role responsible for driving Aftersales Network performance, customer satisfaction and operational excellence across the BYD and DENZA brands.

Reporting to the Director of Aftersales Operations, the role leads the Regional Service Team, oversees dealer network performance and new site establishment, and drives customer satisfaction and Net Promoter Score (NPS) outcomes.

The position is responsible for ensuring the Aftersales Network is appropriately structured, resourced and operationally capable of supporting the continued growth of BYD and DENZA in Australia, while maintaining consistent brand standards and service quality.

A key focus of the role is translating national Aftersales strategies into effective regional execution, strengthening dealer accountability and delivering measurable improvements in network performance and customer experience.

Key Responsibilities

Regional Service Team Leadership & Management

Lead, develop and manage the Regional Service Team, establishing clear priorities, objectives and performance KPIs.

Ensure consistent execution of national Aftersales strategies, policies, operational standards and customer experience requirements across both BYD and DENZA.

Provide direction, coaching and support to Regional Service Managers to strengthen team capability and performance.

Establish clear accountability for dealer performance, operational execution and customer outcomes.

Ensure regional teams proactively identify, elevate and resolve dealer operational issues, including brand-specific requirements.

Regularly review regional performance and implement corrective actions where required.

National Aftersales Performance & Growth

Drive national Aftersales performance across the BYD and DENZA dealer networks, supporting improvements in service retention, customer loyalty and workshop utilisation.

Monitor key performance indicators, including labour sales, parts sales, service retention and overall Aftersales profitability.

Identify opportunities to improve operational efficiency, workshop productivity and service throughput across the network.

Develop initiatives that enhance the overall ownership experience, increase customer lifetime value and encourage repeat vehicle purchases.

Work closely with Regional Service Managers and dealers to address performance gaps and achieve measurable business outcomes.

Network Expansion, Readiness & Capacity Planning

Lead the Regional Service Team in the Aftersales setup and onboarding of new BYD and DENZA dealer and service locations.

Establish operational requirements for new service locations, including facilities, service bays, technicians, service advisors, equipment, tooling and service capability.

Develop and oversee new site implementation plans and timelines, ensuring operational readiness prior to commencement.

Ensure new and existing service locations meet the operational, facility, staffing and customer experience standards of each brand.

Collaborate with Network Development and internal stakeholders to align network expansion and service capacity with vehicle population growth forecasts.

Monitor future service demand, workshop utilisation and technician capacity to identify potential service bottlenecks.

Work with dealers to develop workshop expansion, staffing and investment plans that support future demand.

Develop annual and multi-year service capacity forecasts to support executive review and network planning.

Customer Satisfaction, NPS & EV Ownership Experience

Lead national Aftersales initiatives to improve customer satisfaction, NPS and the overall ownership experience across BYD and DENZA.

Establish clear customer experience improvement priorities and drive accountability across the Regional Service Team and Dealer Network.

Analyse customer feedback, complaints and operational data to identify recurring issues and opportunities for improvement.

Develop and implement targeted dealer improvement plans to address customer experience performance gaps.

Drive improvements in service booking availability, customer communication, repair quality and complaint resolution.

Ensure customer issues are escalated and resolved promptly and effectively.

Monitor emerging customer trends and ownership expectations, implementing proactive initiatives to improve satisfaction and loyalty.

Ensure the service network is equipped to support the unique requirements of electric vehicle ownership.

Promote a customer-first culture throughout the Regional Service Team and Dealer Network.

Dealer Capability & Performance Development

Develop and implement national dealer capability improvement programs focused on customer experience, workshop productivity and operational excellence.

Identify capability gaps and establish structured development programs for Dealer Principals, Aftersales Managers, Service Managers and workshop teams.

Establish dealer benchmarking and performance review frameworks to monitor performance and support continuous improvement.

Identify and replicate best-practice processes and high-performing dealer behaviours across the network.

Support dealer succession planning and workforce development initiatives to strengthen long-term network capability.

Work with Regional Service Managers to address underperformance and ensure appropriate improvement actions are implemented.

Lead the implementation of key Aftersales transformation initiatives across the BYD and DENZA dealer networks.

Drive the adoption of new processes, systems, technologies and operating models to improve operational efficiency and service delivery.

Ensure dealer readiness for new business initiatives and customer experience programs.

Develop and implement structured change management plans to support network growth and operational maturity.

Collaborate with internal stakeholders and dealers to ensure effective implementation of transformation initiatives.

Promote a culture of continuous improvement across the Aftersales organisation.

Total Quality Control (TQC) & Operational Standards

Lead national Aftersales Total Quality Control (TQC) initiatives across the BYD and DENZA service networks.

Ensure quality standards, operational procedures and continuous improvement processes are consistently implemented across both brands.

Monitor dealer compliance with required quality and operational standards.

Identify recurring quality issues and drive root-cause analysis and corrective actions.

Collaborate with Technical, Warranty, Product and other relevant teams to address systemic quality issues.

Monitor and report quality trends, corrective actions and performance outcomes by brand.

Drive improvements in repair quality, reduce repeat repairs and ensure quality initiatives contribute to improved customer satisfaction.

Key requirements:

Significant experience in automotive Aftersales or Service Operations, with proven regional or national management experience.

Strong leadership experience managing field-based teams and driving dealer network performance.

Demonstrated success in improving customer satisfaction, workshop productivity and operational efficiency.

Strong understanding of automotive workshop operations, service network requirements and dealer profitability.

Experience in service network expansion, capacity planning and operational improvement.

Strong commercial acumen, analytical capability and stakeholder management skills.

Ability to translate strategic objectives into practical actions and measurable business outcomes.

Experience supporting premium and/or multi-brand automotive operations is highly desirable.

BYD Australia is under rapid expansion with plenty more opportunities to arise. If you are ready to make the most of everything you’ve learned so far, be challenged, work together with industry leaders, and be a part of a supportive and vibrant team, then BYD is ready for you.